Have you ever had a time where none of your team showed up for work? Well, I can check that box now. Several months ago, all the members of my team either contracted or were exposed to COVID-19, or were on vacation. (Though vaccinated, I had my turn with the virus too.)

At the time, I had two choices: Cancel appointments until my employees returned or push through. I was determined to stay open, understanding that when faced with difficult circumstances, we find amazing ways to excel. Fortunately, I am blessed with two children, who were on summer break from college and have worked at the office.

ADAPTING TO A NEW PLAN

So, my husband, my mom (drafted out of semi-retirement) and two children, quickly adapted. We created a plan:

1. We would review charts the day before and have them ready for each patient.
2. We would assign each per-son a task, such as frame stylist or reception, and they would execute these with excellence. One served as floater/runner, filling in where we had a need.
3. I would perform exams and contact lens evaluations, prescribe glasses and contact lenses, and I would walk patients through the explanation of what contacts and glasses (lenses and treatments) they needed and then turn them over to a frame stylist.

What a crazy, awesome, exhausting and educational week! I became more appreciative of my team in their absence. I was so proud of my family who canceled vacations and time with friends. I was thankful for my patients who understood we were doing everything we could.

Here are a few insights I can share today:

1. Don’t wait for an emergency. Streamline your process now, and you will be more profitable and happier — and feel much prouder of what you and your team can accomplish.
2. Let your team members know that their responsibilities include being prepared for tomorrow. Just showing up isn’t enough. Don’t settle for “just enough” no matter how much trouble it seems. Keep searching until you find your amazing team. The right people are waiting out there.
3. Observe each of your employees to find out how you can help make them more efficient. Eliminate non-meaningful tasks, and create better systems. Then trust the team to get it done.
4. Be a coach, not just the “boss.” Give pep talks every day, telling the team how much they mean to you, the practice and the patients whose lives we touch. Make them want to give 100% by noticing when they do things right!
5. Be an example. My kids commented they were so impressed with how efficient and how smooth it was for patients. They observed how easy it was to meet our daily financial goal when I (the doctor) was fully engaged in the process, prescribing exactly what was needed directly to each patient.

The week no one showed up was not sustainable long-term, however, I will be forever grateful for it. It gave me more fuel to improve than anything in the past several years. It made me more appreciative of my team and family, and I am more energized to pass on what I learned.

Remember: Our challenges don’t define us, rather, it is how we respond to them. Find a way to rejoice and excel even when no one shows up. OM

Email: april.jasper@pentavisionmedia.com

Twitter: @DrAprilJasper

Facebook: @OptometricManagement